We are seeking a Customer Service & Ticket Cancellation Officer with sports betting and casino experience to handle cancellations, resolve inquiries, and support our gaming platforms. Must be detail-oriented, bilingual (English/French), and flexible for shift work.

• Role Overview

  We are seeking a Customer Service & Ticket Cancellation Officer with experience in sports betting and casino operations. You will handle ticket cancellations, resolve customer inquiries, and provide support across our betting and gaming platforms. This role requires attention to detail, knowledge of wagering rules, clear communication in English and French, and flexibility to work in a shift-based environment.

  Key Responsibilities

  • Manage sports betting and casino ticket cancellations according to company and regulatory policies.
  • Respond promptly to customer inquiries via chat, email, or phone regarding bets, ticket status, cancellations, and payouts.
  • Verify wagers, validate ticket history, and ensure accurate processing of cancellations and refunds.
  • Collaborate with risk, finance, and technical teams to resolve complex disputes or payment issues.
  • Identify patterns in cancellations or customer complaints and provide feedback to improve processes and platform reliability.
  • Maintain accurate records of all cancelled tickets, customer communications, and resolutions.
  • Assist in training new staff on betting rules, cancellation procedures, and platform operations.
  • Ensure high levels of customer satisfaction through professional, clear, and empathetic communication.

  Requirements

  • Minimum 2 years’ experience in sports betting, casino operations, or iGaming customer service.
  • Fluent in English and French (both written and spoken).
  • Knowledge of sports betting rules, casino games, and wagering processes.
  • Experience using betting platforms, CRM tools, and ticketing systems.
  • Strong problem-solving, analytical, and multitasking skills.
  • Ability to work shifts, including nights, weekends, and holidays.
  • Attention to detail and accuracy in handling transactions and cancellations. 

  Qualifications

  • High school diploma or equivalent; diploma/degree in Business, Hospitality, Gaming, or related field preferred.
  • Previous experience with regulated betting or gaming platforms is a strong advantage.

  What We Offer

  • Work in a dynamic, high-growth iGaming environment.
  • Opportunity to develop expertise in sports betting and casino operations.
  • Career growth and training opportunities.
  • Competitive salary and benefits.